Program Coordinator II

Agency Overview: 

The Department of Revenue's core mission is to collect the revenues required to support the business of the Commonwealth, to make a difference in the lives of children by enforcing the financial responsibilities of parenthood, and to assist Massachusetts cities and towns in sound and efficient fiscal management.

Vision Statement: 

Our vision is to conduct our operations in a manner that inspires public confidence in government by administering and enforcing tax, child support and municipal finance laws in ways that are innovative, customer-focused, and transparent.

Division Overview:

The Resolution Division works with taxpayers, practitioners, and the other Tax Administration Divisions to address issues that could not be resolved in the Tax Division or Operations Division. This includes making decisions on abatement claims, resolving disputes, and working with taxpayers on problem cases and/or compliance. 

Job Summary: 

The Resolution Division is seeking a task driven, highly organized team player to serve as a Program Coordinator for the Division which consists of the Office of Appeals (OOA), Office of Taxpayer Advocate (OTA), Problem Resolution Office (PRO), and Bankruptcy.   Key responsibilities of this position are:

• Coordinates and assists with the administration of the Low Income Tax Clinic (LITC)  and Volunteer Income Tax Assistance (VITA) Grant Program, outreach programs, and notice and content review process.

• Coordinates administrative programs for the Division including but not limited to internal training, the Employee Performance Review Program, the Records Retention Program, the Student Intern Program, and assist the Information Technology Liaison for IT access and security and the MassCareers Hiring Assistant.

• Provides direct supervision to office staff including planning and assigning work according to the nature of the job to be accomplished, the capabilities of subordinates and available resources; determining training needs and providing or arranging for such training and motivating staff to work effectively to accomplish unit goals.

• Reviews and analyzes data and workflows for assigned programs to assess their effectiveness, to make recommendations for business reforms, and to devise new methods of accomplishing program objectives.  Drafts new procedures and guidelines as needed.

• Provides technical assistance and advice to agency personnel and others concerning assigned programs to exchange information, resolve problems, and to ensure compliance with established policies, procedures, and standards.

• Assists members of the Division by providing administrative support to the team, entering accurate and complete information in Genisys and other databases and maintaining organized case files and records.

• Creates statistical and narrative reports for management’s use in setting goals, measuring performance, determining resource allocations and strategic planning.

• Performs related duties as required.

• Provides professional customer service by accurately and promptly responding to telephone inquiries.

Preferred Qualifications:

• Ability to follow written and oral instructions and to communicate effectively.

• Knowledge of agency policies and procedures.

• Experience in program management.

• Ability to maintain confidentiality of information.

• Ability to analyze and determine the applicability of information to draw conclusions and make appropriate recommendations.

• Ability to assemble information and format reports for management use.

• Advanced computer skills, including TEAMs, Excel, Microsoft Word and other common office software.

• Ability to coordinate the efforts of others to accomplish program objectives.

• Knowledge of the types and uses of agency forms.

• Knowledge of the proper telephone procedures for making and receiving agency calls.

• Ability to view, retrieve, enter, and update information in Genisys, TEAMs, Excel, Microsoft Word and other software used by the Division.

• Knowledge of tax administration’s organizational structure and business functions.

An external candidate recommended for a position with the Department of Revenue will be subject to a background check that includes checks for: state and federal tax compliance; child support compliance; education verification; Massachusetts CORI checks; criminal background checks in state(s) of current and previous residence/employment; validation of eligibility to work in the United States; and national fingerprint-based criminal background checks.